Director of Claims Operations overseeing Accident Benefits to drive growth and customer service at Intact. Collaborating with executives and managing team resources for effective delivery.
About the role
- Global Customer Operations Strategy & Experimentation Leader at LexisNexis improving productivity through AI and strategic initiatives. Driving transformation in customer operations and delivering measurable business outcomes.
Responsibilities
- Partner with GCO leadership to define the 3- to 5-year roadmap and shape the organization’s transformation journey.
- Drive alignment between enterprise strategy, customer needs, and operational excellence.
- Provide executive-level insights, business cases, and scenario modeling to guide strategic investments and innovation priorities.
- Lead a test-and-learn culture across GCO, designing and executing experiments that validate strategy through data and customer outcomes.
- Rapidly design, launch, and scale pilots — pressure-testing ideas to identify what works, pivot what doesn’t, and accelerate proven solutions.
- Build repeatable experimentation frameworks and playbooks that enable speed, rigor, and learning across global teams.
- Partner with HR and leadership to evolve GCO’s organizational design, talent strategy, and upskilling roadmap for an AI-fluent future.
- Identify skill gaps and lead AI-driven capability development programs across all GCO functions.
- Translate strategy into execution, aligning cross-functional stakeholders and ensuring initiatives deliver measurable business impact.
- Champion change management, communication, and storytelling that connect strategy to action.
- Accelerate AI adoption, experimentation, and digital transformation to scale innovation from concept to impact.
Requirements
- Have proven experience in customer operations, strategy, product management, or innovation-focused roles.
- Have proven success designing and executing strategic initiatives and experiments with measurable ROI.
- Have strong analytical, storytelling, and executive communication skills.
- Have an understanding of experience with organizational design, capability building, and digital transformation.
- Have a global mindset and track record of influencing across matrixed, cross-functional teams.
- Proven record using data, automation, and AI tools to drive measurable business results. (Preferred)
- Deep curiosity about emerging technologies and expertise in integrating generative AI, predictive analytics, and automation into business strategy. (Preferred)
- Strong understanding of human–AI collaboration and experience leading AI adoption or experimentation frameworks. (Preferred)
- Demonstrated ability to evaluate, pilot, and scale AI-enabled solutions. (Preferred)
- Bias for rapid action and comfort with ambiguity; able to move seamlessly from ideation to test to scale in an AI-accelerated environment. (Preferred)
Benefits
- Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
- Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
- Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
- Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
- Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
- Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
- In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
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